Industry Deep Dive: Adobe-Powered Personalization in Financial Services

In today’s rapidly evolving financial landscape, banks, insurers, and investment firms face a unique convergence of challenges: rising customer expectations for seamless, personalized experiences; intensifying regulatory and security demands; and the need to modernize legacy technology estates. The imperative is clear—financial services organizations must not only transform their technology, but also reimagine how they engage customers across every channel. Publicis Sapient, a recognized leader in digital business transformation, is at the forefront of this change, leveraging the power of Adobe Experience Cloud to deliver industry-specific value for financial institutions.

Financial services customers expect the same level of personalization and convenience they experience in other sectors, but with the added assurance of security and regulatory compliance. Delivering on these expectations requires:

• Personalized, real-time engagement across digital and physical channels
• Robust data management to ensure privacy and compliance
• Seamless omnichannel experiences that build trust and loyalty

Adobe Experience Cloud, when expertly implemented, provides the foundation for this transformation. Publicis Sapient’s deep expertise in both Adobe solutions and the financial services sector enables clients to unlock the full potential of their technology investments.

With a partnership spanning more than a decade, Publicis Sapient has delivered measurable outcomes for leading financial institutions, including Goldman Sachs and Lloyds Banking Group. What sets Publicis Sapient apart is its end-to-end approach—combining strategy, experience design, engineering, and data to drive transformation that is both creative and compliant.

Key Differentiators for Financial Services

• Integration with Complex IT Estates: Financial institutions often operate with legacy systems and stringent security protocols. Publicis Sapient excels at integrating Adobe Experience Cloud into these environments, ensuring seamless data flow and operational resilience.
• Regulatory and Security Focus: With deep knowledge of financial regulations, Publicis Sapient designs solutions that prioritize data privacy, consent management, and auditability—critical for compliance in banking and insurance.
• Personalization at Scale: Leveraging Adobe’s Real-time Customer Data Platform and Epsilon’s CORE ID, Publicis Sapient enables 1:1 personalization while maintaining strict privacy standards. This empowers financial brands to deliver relevant offers, content, and support at every stage of the customer journey.
• Omnichannel Orchestration: By unifying data and content across web, mobile, branch, and contact center, Publicis Sapient helps financial institutions create consistent, high-value experiences that drive customer satisfaction and retention.

Publicis Sapient’s work with top-tier financial clients demonstrates the tangible value of Adobe Experience Cloud transformation:

• Goldman Sachs: By integrating Adobe solutions with complex legacy systems, Publicis Sapient enabled Goldman Sachs to deliver innovative, compliant digital experiences that meet the expectations of modern banking customers.
• Lloyds Banking Group: Through a focus on data-driven personalization and omnichannel engagement, Publicis Sapient helped Lloyds Banking Group enhance customer journeys, improve operational agility, and maintain regulatory compliance.
• Global Asset Management Firm: Publicis Sapient helped a leading asset manager roll out new websites nearly nine times faster by standardizing on Adobe Experience Manager, creating reusable components, and establishing a playbook for rapid, consistent digital launches—improving brand presence and reducing costs.
• Investment Firm: For a major investment firm, Publicis Sapient implemented Adobe Experience Manager as a Cloud Service and Adobe Analytics, laying the foundation for future personalized messaging and enabling a unified, secure, and scalable digital platform.

These successes are underpinned by proprietary assets such as Synapse for rapid data lineage assessments and the Digital Transformation Index (DTI) for developing data-driven roadmaps to digital excellence.

At the heart of Publicis Sapient’s approach is its SPEED model—Strategy, Product, Experience, Engineering, and Data & AI. This integrated framework ensures that every Adobe Experience Cloud implementation is:

• Strategically aligned with business goals and regulatory requirements
• Product- and experience-led to maximize customer value
• Engineered for security, scalability, and compliance
• Driven by data and AI to enable continuous optimization and innovation

Publicis Sapient’s partnership with Epsilon and Adobe brings next-generation personalization to financial services. Epsilon’s CORE ID, integrated with Adobe Experience Platform, enables financial brands to unify online and offline data, enrich customer profiles, and orchestrate real-time, cross-channel experiences—all while maintaining privacy compliance in a cookieless world. This partnership empowers financial institutions to:

• Build a privacy-compliant, enterprise-wide view of each customer
• Recognize in-market intent and optimize audiences through machine learning
• Activate intelligent, real-time personalization at every step of the customer journey

Industry analysts and clients consistently recognize Publicis Sapient for its:

• Innovation and creativity in solving complex business challenges
• Quality of people and partnership mindset
• Ability to deliver measurable business value and transformation at scale

Financial services organizations seeking to modernize their customer experience, ensure compliance, and unlock new growth opportunities find in Publicis Sapient a trusted partner with the expertise to deliver results.

The future of financial services is digital, data-driven, and customer-centric. With Publicis Sapient and Adobe Experience Cloud, financial institutions can confidently navigate regulatory complexity, deliver exceptional experiences, and achieve sustainable competitive advantage.

Start your transformation journey with a partner who understands the unique demands of your industry—and has the proven tools, talent, and vision to help you succeed.

Relevant Links

• Publicis Sapient + Adobe
• Publicis Sapient + Adobe
• The Role of Employee Experience in Maximizing Adobe Investments
• La puissance des partenariats technologiques : Accélérer la transformation digitale des entreprises européennes (Europe)
• El Poder de las Alianzas Tecnológicas: Transformando la Experiencia Financiera en América Latina (LATAM)